First, we recommend taking a few minutes to watch this video to quickly learn how to activate your Wi-Fi camera. Please visit: https://www.youtube.com/watch?v=YYwq1nTsH-M

If your phone cannot connect to the camera’s Wi-Fi, please follow the troubleshooting steps below:

For the camera:

1.Ensure the camera battery is sufficiently charged, the antenna is properly installed, the camera switch is turned on, and the Wi-Fi option is enabled in the camera menu.

2.Place the camera in an open area to minimize obstacles between the camera and your phone, and control the connection distance:

3.Bluetooth connection distance should be within 10 meters,

4.Wi-Fi connection distance should be within 15 meters.

For your phone:

1.Make sure you have downloaded the latest app version from the App Store or Google Play.

2.Ensure your phone’s Wi-Fi and Bluetooth are enabled. Open the app and grant it permissions to access your device’s Wi-Fi, Bluetooth, storage, location, and camera during the connection process.

3.Ensure your phone’s VPN is disabled. Also, check if any ad-blocking apps (e.g., AdGuard) are interfering with our app. If so, please disable these ad-blocking apps.

4.If your phone is iOS, try manually turning off Wi-Fi for 5 seconds and then manually turning it back on to reconnect to the camera, as the app does not have permission to clear Wi-Fi cache.

5.If you are using iOS, go to the app’s settings and ensure “Local Network” and “Cellular Data” (if applicable) are enabled.

6.Restart both your phone and the camera, then attempt to reconnect.

7.If you have multiple phones, consider using another device to establish the connection.

If the above attempts fail, please record a video of the app failing to connect to the camera’s Wi-Fi and send it to us for further analysis. Thank you in advance.

If the problem persists:

To further analyze the specifics of your device, we need your help in collecting “log files.” You can find the “Feedback” option within the application. Please briefly describe the issue and upload any relevant photos or videos. After submission, the system will automatically send diagnostic information to our technical team. Please refer to the attached PDF file for the reporting process. （App upload log）

Additionally, please locate the “Version” option in the camera menu and send us a photo of the version information screen. This will help us check whether any firmware updates are available and, if necessary, provide you with a compatible version.

This information will greatly assist us in determining whether the issue is related to the camera firmware, requires further technical analysis, or necessitates initiating warranty services.

It is recommended to try the following troubleshooting:

The most common reason for this is a weak or unavailable cellular network signal at the camera’s location：

1.Relocate the Camera: Please try moving the camera to a different spot, even a slight adjustment of a few meters can sometimes make a significant difference. Ideally, place it in a more open area, away from dense obstacles like walls or thick foliage.

2.Check Signal Strength: After moving it, please allow the camera some time (about 15-30 minutes) to reconnect.

3.Check the antenna connection to ensure it is properly installed and tightened

Once the camera establishes a stable connection in an area with better signal strength, it will automatically resume sending the pending photos and videos.

Reset camera:

1. Find the “Format SD Card” menu option and format your SD card in the camera (back up the required data in the SD card in advance)

2. Reset the camera through the camera menu item “Reset”,

3. Keep the camera screen on as long as possible, so that the camera has a longer time to search for signals (It is recommended to keep the screen on for about 10 minutes). Tips: The camera screen will turn off if there is no button operation for 3 minutes, please press any button before the screen turns off to prevent the screen from turning off.

4. Observe the status of the three icons in the upper left corner of the camera screen. If the status is abnormal, please take a photo and send it to us. At the same time, enter the camera menu item “Cellular Info” and take pictures of all the information in it and send them to us. 

Tip: Please avoid changing the default APN settings as it may result in the camera being unable to transfer photos. In the event that you have already changed the APN settings, please reset the camera APN settings by accessing the “Reset” option in the camera menu.

Battery tips:

-We recommend using eight 1.5V AA alkaline or lithium batteries

-For optimal performance and battery life, we strongly recommend Energizer AA lithium batteries or Duracell AA batteries

-Do not mix old and new batteries or different battery types

-Ensure correct battery installation: negative (flat) end should face the long spring in the battery compartment

-While rechargeable Ni-MH AA batteries can be used, they’re not recommended due to lower voltage (1.2V) which may cause nighttime recording issues and require frequent replacement

Troubleshooting steps to identify the issue:

1.Test with USB power:

-Remove all batteries

-Connect the camera to a computer using the included USB cable and switch to “ON”

If the screen turns blue and shows “Card Reader,” the camera is functional – indicating a possible battery issue

2.Test with external power(if available):

-Connect it to the camera’s power port and switch to “ON”

If the camera powers on normally, this further confirms a battery-related problem

3.Replace with new batteries:

-Install a new set of batteries, switch to “ON,” then press the “START” button to check if the camera powers on

If the camera cannot power on, there may be poor contact issues with the battery compartment or buttons.

If the problem persists:

Please follow the steps above, record a short video demonstrating the issue, and contact us so that we can provide an appropriate solution (including warranty service).

If the camera is slow to trigger or takes few pictures, please perform the following troubleshooting:

1, Find the “RESET” menu option and reset the camera

2, Find the “Format SD Card” menu option and format your SD card in the camera (Back up important files from the SD card in advance)

3, Find the “Motion Test” menu option and run Motion Test, after clicking the “OK” button, wait about 1 minute, then wave hands in front the camera. If the white motion indicator on the front of the camera blinks red, which means the camera has captured the motion.

4, If step 3 is OK, the camera can take pictures under “Motion Test”, proving that the camera’s PIR motion sensor is functioning properly. At this time, please rule out some other potential reasons that cause the camera not to take pictures, such as:

a) Make sure the camera switch is in the “on” state and the battery is fully charged (it is recommended to use Energizer lithium batteries or Duracell alkaline batteries, or use a DC power supply) to ensure that the camera is fully charged. Please charge it in time when the battery is less than 20%.

b), Properly adjust the installation height of the camera according to the size of the object, because the horizontal detection angle of the camera is 120°, but the vertical detection angle is about 50°. If you want to shoot smaller or closer targets, it is recommended that the camera installation height be 0.3-0.8 meters. If you want to shoot larger or farther targets, it is recommended that the camera installation height be 0.8-1.5 meters.

c), Avoid inappropriate setting parameters, such as “PIR interval” setting is too long, “Operation hour” setting is too short, etc.

If you want to take more photos, it is recommended to set the parameters as follows:
Mode: hybrid
Photo Burst: 1
PIR Sensitivity: High
Side Motion Sensors: ON
Detection Delay: 5 seconds or less
Operation Hours: OFF or as long as possible, e.g. several hours

If the above attempts still fail：

Please send the original picture or video recently taken by the camera for our further analysis, thank you. We will provide warranty service when necessary, including free camera replacement.

Condensation on the lens is usually caused by common environmental factors:

Temperature Differences: When the outside environment is cold and the camera heats up during operation, condensation can form on the lens.

High Humidity: Moisture in the air can enter the camera and condense on cooler surfaces such as the lens.

To help reduce and prevent condensation:

1.Allow gradual temperature adjustment: Before placing the camera outdoors after being indoors, let it sit in a transitional environment (e.g., garage or covered porch) for 1–2 hours to adjust slowly to the outdoor temperature and humidity.

2.Use moisture-absorbing packets: Place a small silica gel packet inside the camera housing (if accessible) to help absorb internal moisture.

3.Avoid direct exposure to rain or high humidity: Ensure the camera is installed under some cover or facing away from direct rainfall and excessive humidity.

4.Check the camera’s seal: Inspect the housing for any visible gaps or compromised seals that may allow moisture to enter.

If the condensation continues to affect image quality or camera function after these adjustments:

There may be a seal integrity issue. In that case, we can arrange a warranty replacement for your camera. Please let us know if you would like to proceed with a replacement or need further guidance.

The symptoms you described strongly suggest a combination of camera settings and potential environmental factors. This is a known issue that can typically be resolved through configuration adjustments.

To improve performance, we recommend checking and adjusting your camera settings as follows:

1. Recording Mode
If “Hybrid Mode” or “Time Lapse” is enabled, please set the “Time Lapse Interval” to a longer duration, such as “1 hour” or more.

2. Motion Detection (PIR)

PIR Sensitivity: Set to “Medium” or “Low”.

Side Motion Sensor: Turn off.

Detection Delay: Set to 20 seconds or longer.

3. Power Saving Measures
Limit nighttime video length to a maximum of 30 seconds, as longer recordings significantly drain battery power.

Additional Tips:

Environment: Avoid pointing the camera directly at heat sources (such as the sun or passing clouds) or nearby objects (such as branches or grass, especially on windy days), as these may cause false triggers.

Batteries: For optimal battery life, please use high-quality Energizer lithium batteries or Duracell alkaline batteries.

We believe these adjustments will significantly enhance your camera’s performance.

If the issue persists after these changes:

Please share original photos or videos taken by the camera so we can conduct further analysis and initiate warranty service if required.

Additionally, please navigate to the “Version” option in your camera menu and send us a photo of the version information screen. This will allow us to check for any available firmware updates and provide you with a compatible version if needed.

This issue is often related to compatibility. Please try the following troubleshooting steps:

1.Reinsert the SD card several times and restart the camera to allow multiple attempts at reading.

2.Format the SD card using the “Format SD Card” option in the camera menu. (Please back up important files first.)

3.Due to compatibility issues, we do not recommend using microSD (TF) cards with adapters.

4.If the problem persists after formatting, please try a full-size/standard-sized SD card (SDHC/SDXC, up to 512GB, Class 10) from a reputable brand such as SanDisk.

If the issue continues even after formatting with a full-size SD card:

Please send us photos of the camera showing the “unrecognized” status or the SD card used. This will help us analyze the issue further and provide an appropriate solution, including warranty service if applicable.

Here’s what you need to know about subscription services.

About Main Plans:

A camera must have an active main plan to transfer photos and videos to the app (e.g., Free Plan, Basic Plan, Standard Plan, Premium Plan).

If you need to purchase a photo subscription for a 4G cellular camera, you can do so via the “Plans” page in the mobile app, where you can choose either an annual or monthly plan. Please refer to the attached image for detailed instructions.

About Additional Plans:

Add-on plans require an active main plan to function (including HD Photos, HD Videos, Live Streaming, and Extra Photos). If your photo quota has been used up and you need more photos, please purchase “Extra Photos.”

HD Photos: This option improves photo quality and clarity but does not increase the number of photos sent by the camera.

HD Videos: This option improves video quality and clarity but does not increase the number of videos sent by the camera.

Live Streaming: This option extends the duration of live streaming.

Extra Photos: This option is designed specifically to increase your transmission quota.

About Auto-Renewal:

If auto-renewal is enabled or you are within an active annual subscription, your photo quota will automatically renew each month, allowing you to continue receiving photos and videos.

You can see how to enable or disable “Auto-Renewal” on the “Plans” page in the app, as shown in the attached image. This determines whether you can continue using the photo subscription service in the future. If your camera malfunctions or stops working, cancel auto-renewal immediately. After cancellation, the subscription will expire at the end of the current billing cycle, ensuring no further charges are incurred.

Please note that when your photo quota is running low or your plan is about to expire, the cloud server will automatically send reminder emails.

About Shared Plans:

Specific steps: In Plans, click Active (Camera without plan) > Select an Existing Plan > Join in > Subscribe

Each camera requires a subscription plan. However, cameras with the same plan can enjoy discounted pricing through what we call a “Shared Plan.” Now, multiple cameras can share one data plan, helping you save on subscription costs. Under the same plan, the first camera is charged at the full price, and each additional camera is eligible for a discounted rate.

Note: All cameras under the same shared plan share the same billing cycle. HD Photos, HD Videos, Extra Photos, and Live Streaming balances can now be shared among cameras and have no expiration date.

Based on historical experience with the Stripe payment system, your photo subscription payment issue is typically caused by your bank declining the transaction：

We recommend that you contact your bank to inquire about the reason for the decline and how to resolve the payment issue. It would be greatly helpful if you could inform us of the reason for the decline and any related messages from your bank, as this would assist us in resolving similar issues for many users.

Alternatively, you may try completing the purchase using another bank card or credit card. Please refer to the attached guide for instructions on how to update your payment method. （Add and bind a new card）

Regarding the choppy recorded video:

The “Lite” videos in the app are compressed, low-frame-rate previews (about 2 fps, without audio), which can appear jumpy.

For smooth, high-quality video with audio, you can:

1.Request the HD version of a Lite video. Please refer to the attached image for the request steps. （HD Video request）

Note: A valid HD video Plan is required, which can be purchased on the “Plans” page in the app.

2.Download original video files from the SD card using an SD card reader (user-provided) or a USB cable.

How 4G Cameras Work:

The camera first captures original photos or videos and saves them to the SD card. It then sends thumbnails or Lite videos to the mobile app.
Lite videos are compressed versions of the videos, recorded at 2 frames per second (silent). This allows you to quickly grasp events without using additional data. Compared to most 4G cameras on the market that only send thumbnails, Lite videos represent a significant improvement.